Stephanie Malone

Tampa, FL

Cell: 813-***-****

adp28n@r.postjobfree.com

Career Snapshot

Several years of commended professional experience in Leadership, Customer Service, Communication Support, Workforce Management, Call Center Initiation, and Project Management all within the Financial Industry. Also experienced in Fraud Security for Credit Unions.

Call Center Service Of Excellence Training and Award

Human Resourcing and Interviewing Seminar

Recruiting and Hiring Skills Training Bank Of America

Workforce Management, Tampa Fl, Richmond Va

Incident Management and Problem Management Policies Overview Training

Open Source Software Training

Application Management Policy Awareness Global Technology Training

Fraud Analysis

Mission Statement

Strive to exceed every customer’s expectation, associate delivery of service, best hiring and interview experience by delivering second-to-none service in every interaction within all Call Center Management Nationally.

Key Skills / Accomplishments

Skills:

Experienced professional who excels in uncovering customer needs, providing solutions, handling objections with resolution.

Strong customer relationships builder based on service, support and follow-through.

Strong detailed oriented and organizational skills.

Self-motivated with sustained intensity and optimism.

Drives execution.

Strong oral and written communications.

10 Years Call Center In House Training, and Center Development

25 Years Human Resources, Hiring Skills, Training, Techniques

25 Years Call Center Management, Tampa Fl, Richmond Va

Fraud analyst and detection for fraud trending and fraudster activity.

Reporting and resolving potential loss for credit unions and customers

Strengths and Accomplishments:

Consistently demonstrates integrity, dependability, and ensures follow through on commitments.

Actively participates in team meetings, by contributing and recommending new ideas and solutions to processes, while supporting end results.

Contributes to and promotes a team environment and builds trust and collaborates well with peers and management.

Volunteers for and often asked to be the subject matter expert for new processes, special projects, and assisting colleagues.

Builds professional relationships and demonstrates/projects respectful mannerisms.

Leads diverse administrative functions for Customer Service & Solutions Process

Coordinates special projects and tracking of project deliverables.

Strong Administration, Calendar Management, Workforce Management, Customer Service, Communication, Travel Arrangement CRM, Business Acumen and Budget Analysis skills

Experience with IEX TCS for scheduling

Experience with Avaya and CMS call center software.

Expert in Helpdesk Support.

On-Call responsibilities 24/7

Experience working in distributed, teams across multiple time zones. Assisting Clients via Chat, Email and Phone Queue.

Administration skills in several applications

Proven ability to work with business partners in different LOB, cultivating relationships all while bettering all processes, balancing Risk, Technology, Analytics and budget.

Administers security policies to control access to all Financial Center (Interact, Commit, SBDOMS, MerlinTeller, etc.) and Home Loan Applications/Systems.

Maintain Active Directory

Researches attempted efforts to compromise security protocols.

Provide support, procedural and operational, as well as maintaining access for employees across the Enterprise including Windows, Midrange and Mainframe platforms. Using a Risk mindset along with the ability to support Boa processes and maintenance of Enterprise Access platforms.

Professional Experience

PSCU St. Petersburg, Florida

Fraud Detection Analyst Mar 2021 – Current

AccentHealth.

Sales Associate. July 2006 – Aug 2008

Bank of America Tampa, Florida

Customer Service Supervisor / Manager

Workforce Manager

Vice President Call Center Management

Sept 1984 – July 2005

Contact this candidate